Being owed money by large company

I had PlusNet once and found their Customer Care was not all it’s cracked up to be.

There is a way to get this sorted. Ask to ‘escalate’ the problem and demand (politely) to speak to a Supervisor. Be firm and insist.

Had similar with amazon, it eventually got sorted out when I complained on their facebook page. Is that an option?

We had a similar issue with SFR here in France dallas finally got our money back after writing a letter to the CEO. No apology for their poor customer care of course.

We are with Plusnet too, last monthly bill was almost 3 times usual one

After 20 minutes on hold, was told that they agreed, it didn't look right, and it would be investigated.

A few days later I followed up, was asked to send proof that I had paid the August bill (it's on direct debit but duly did screen shot (of last 3 paymeny, just to show how out of the norm it was) and sent.

10 days later, still no action, phoned again (another 20 minutes on hold) turns out that the sudden increase was due to them knitting to take payment for April 2017

Nice chap said that it was their error, and they couldn't legally claim the payment, and they would refund it.

I will check the bank statement and see if they do, can't face another 20 minutes on hold!

I would recommend their Facebook page, either message or in a post. A post will bring the quickest response.

Do people not realise that if you ask to escalate these issues they are required to pass you up the ladder to someone who can take ownership of the problem?

Try taking it to the newspapers, either news desk of the person dealing with readers financial problems.